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giansc1010

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Internet speed and quality dropping significantly

Hello all! I hope everyone is doing good!

Until September I was living in Hilversum and my Ziggo internet has always been great for the whole 3 years I lived there. Always very stable and reliable. From September onwards we moved to Arnhem and I noticed that the quality of the internet over here dropped significantly, when compared to Hilversum. My internet speed is modest, 100mbps/20mbps, and it always served me perfectly, but now it seems that it is being affected by something which is out of my control, something that is likely taking away its stability.

Some issues I'm facing, right now:
1. First thing that really bothered me, since day 1 of living here, is that sometimes (and there's no way to predict when) the internet connection seems to "pause". I've chosen the word "pause" because nothing seems to happen in the network, from the point of view of my devices, it's just that there's zero traffic for some seconds. Everything that you're doing on the internet stops/drops/disconnects because of it, and then the connectivity comes back like nothing happened.
2. I'm experiencing VERY bad latency (and aggressive latency variation) during gaming sometimes. I can't really see a proper pattern but it seems like it gets worse during the day on the weekends and by the end of the afternoon on week days (>18:00).
3. Right now, while I'm writing this message, I'm having terrible download speeds. I'm downloading an update to a game at 300kbps, which is almost unbelievable nowadays, since I can usually download these updates at at least >5mbps.


Some extra stuff about my setup here:

- My Ziggo Connect Box lives downstairs and I'm not able to use a wired connection to my computer upstairs yet, so I use Wi-fi. I know that it will never be able to achieve the same performance as Ethernet, but I'm aware of that and I'm ok with the latency I get during gaming, when everything is nominal. Whenever the events I described earlier are happenning, it can be definitely noticed, since it's not subtle at all. The latency gets really bad, to the point where it makes no sense to keep playing anymore.

- Another thing that I think it's worth to mention is that when we moved we got 2 Wi-fi booster pods from Ziggo and we are using them to amplify the Wi-fi signal in the apartment.


- I'm not using any filters, like the POAs. The cable goes directly in the Connect Box.

 

- It can be inferred by my internet speed, but I guess it doesn't hurt to mention that my connection is not optic fiber, but coax.

 


I'm writing here because I don't know exactly what I can do about it, since these events are non-reproducible. I can't just call a technician because it's likely that they will come and nothing will be happening. Regardless, I'd really like to understand what is going on, because it's been really annoying lately and since I've always had perfect internet from Ziggo for years, I know for a fact that what's happening shouldn't be happening.

I would really appreciate any tips and info about how to proceed.

Many thanks in advance to all the community!

Oplossing

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giansc1010
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@Jacob thank you very much for the info about the issue!

I learned from the technician that came here last time that this is probably something that is really hard to solve, because it might be located anywhere in the wiring infra near my address. Naturally, it would be nice that it’s solved but considering that the occurrences of this outages seem to be really low now, maybe we can leave it under monitoring for the time being. 

I think this information that you just provided is really specific to my problem, so if it ever gets really bad again I think I would be able to refer directly to it, instead of starting the investigation from scratch again.

 

Thank you and everyone else involved for the support provided!

Bekijk in context

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tobiastheebe

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Could you post a picture of the AOP (main outlet in meter cupboard or living room)?

Additionally, could you log in to the modem's web interface at 192.168.178.1 (or 192.168.100.1, when using bridge mode) and copy the data displayed on the Downstream, Upstream and Network Log tabs on the Advanced settings, Tools, Network status page?

giansc1010
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@tobiastheebe thank you for your reply and sorry for my late response, I didn't antecipate a disruption in transport and unfortunately I could only get home by now.

Here's the info that you requested:

Downstream:

Downstream bonded channels
ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
1842000000438256qam31
2626000000640256qam4
3642000000638256qam6
4650000000638256qam7
5666000000538256qam9
6674000000638256qam10
7698000000640256qam13
8714000000638256qam15
9722000000638256qam16
10730000000640256qam17
11746000000638256qam19
12754000000740256qam20
13762000000640256qam21
14770000000638256qam22
15778000000638256qam23
16786000000537256qam24
17794000000538256qam25
18802000000538256qam26
19810000000538256qam27
20818000000538256qam28
21826000000538256qam29
22834000000438256qam30
23610000000640256qam2
24850000000338256qam32

 

Downstream bonded channels
ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
1Locked38.60552750129549353100
2Locked40.366412834335071248
3Locked38.98341283432344678
4Locked38.98341283434578864
5Locked38.98341283430828684
6Locked38.98341283432169766
7Locked40.366532488329091058
8Locked38.9835324880707632605
9Locked38.9835321921742235815
10Locked40.3665322796305517904
11Locked38.98353248838855478
12Locked40.36653248838827346
13Locked40.36653248838384455
14Locked38.98353248834463580
15Locked38.60553248830178447
16Locked37.63653248713438121367
17Locked38.983532488149995555
18Locked38.98353248834121759
19Locked38.983532488336971022
20Locked38.60553248829891958
21Locked38.983532488190251097
22Locked38.983532488273711677
23Locked40.946532488268421977
24Locked38.605515410985721355732


Upstream:

Upstream bonded channels
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
145200000385.12064qam9
252000000385.12064qam8
358800000385.12064qam7
438400000385.12064qam10

 

Upstream bonded channels
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
12.000260
22.000280
32.000220
42.000260


Network Logs:

Network Log

 

TimePriorityDescription
15-12-2022 19:57:09noticeIllegal - Dropped FORWARD packet: src=2603:10a0:0116:825a:0000:0001:00ea:cd4a MAC=17:10:95:35:63:86;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 19:49:49noticeGUI Login Status - Login Sucess from LAN interface; client ip=[192.168.178.94];CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 19:48:44noticeIllegal - Dropped INPUT packet: src=99.80.19.24 MAC=00:17:10:95:35:63;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 18:34:15criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 18:14:19noticeIllegal - Dropped FORWARD packet: src=2606:4700:3033:0000:0000:0000:ac43:95f6 MAC=17:10:95:35:63:86;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 17:54:08criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 17:50:35noticeIllegal - Dropped INPUT packet: src=34.117.152.38 MAC=00:17:10:95:35:63;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 16:48:07criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 16:45:30noticeIllegal - Dropped INPUT packet: src=154.31.18.4 MAC=00:17:10:95:35:63;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 16:10:13criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 16:02:55noticeIllegal - Dropped INPUT packet: src=17.57.146.38 MAC=00:17:10:95:35:63;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 14:36:39criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
15-12-2022 14:35:52noticeIllegal - Dropped INPUT packet: src=185.7.214.218 MAC=00:17:10:95:35:63;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
14-12-2022 21:02:28criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
14-12-2022 21:01:59noticeIllegal - Dropped FORWARD packet: src=2620:01ec:0042:0000:0000:0000:0000:0132 MAC=17:10:95:35:63:86;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
14-12-2022 20:49:38criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
14-12-2022 20:49:06noticeIllegal - Dropped FORWARD packet: src=2a00:1450:4025:0401:0000:0000:0000:00bc MAC=17:10:95:35:63:86;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
14-12-2022 20:11:39criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
14-12-2022 20:10:15noticeIllegal - Dropped INPUT packet: src=18.65.41.54 MAC=00:17:10:95:35:63;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;
14-12-2022 19:53:29criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:ee:f6:19;CMTS-MAC=00:17:10:95:35:63;CM-QOS=1.1;CM-VER=3.0;


Also, in attachment, is the picture of my AOP.
Maybe it also has some relevance, but the cable comes into the appartment from the outside of the building wall, all the way from the ground.

Best regards

tobiastheebe

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Downstream and upstream both exhibit noise, as indicated by deviating amounts of unerrored codewords on some channels ('Pre RS Errors' column), correctable codeword errors ('Post RS Errors' column) increasing quickly on other channels and frequent T3 timeouts. The AOP should be properly mounted to the wall.

 

Further investigation by a moderator is required, possibly a technician appointment.

 

A moderator (Ziggo employee) will reply to this topic within a couple of days.

Please enter your address details on this page, these are visible to moderators only.

giansc1010
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I’ve just updated my address info, so I’ll just wait for a moderator, then.

For now, thank you very much for your input & info!

Jiri
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Hi @giansc1010 Welcome to the Ziggo Community! 

Thanks for us the opportunity to fix your internetconnection. I agree with @tobiastheebe about the disturbances and to solve this I've scheduled a appointment for 21-12-2022 between 8:00 & 13:00 with our mechanic. If this appointment doesn't suit you, you can reschedule the appointment in Mijn Ziggo. 

Please keep us posted about this 🙂

giansc1010
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@Jiri That date and time fits perfectly in my schedule. Thank you for your response! I will be home waiting for the mechanic.

giansc1010
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Hello @Jiri. Something really disappointing just happened. I’ve been home all morning waiting for the technician and, to my surprise, I just received an e-mail saying I wasn’t home to answer the door and now I’ll be charged €35. Frankly, that’s really inadmissible. No one rang the doorbell, I was by the window the whole time and I also have a camera. My address was also absolutely correct. 
I’m trying to reach support via chat but it’s apparently really busy right now.

giansc1010
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Update: I called Ziggo and it seems like the technician was at the wrong door.

They said that the charges will be withdrawn and the appointment rescheduled for tomorrow.

Carlien
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How sad to hear @giansc1010.. I'm sorry for that! Did he show up yesterday? 

giansc1010
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@Carlien Ziggo ended up cancelling the appointment because they claim to have already found out that the issue is external to my address. Apparently, it was caused by a faulty device/installation of someone in the neighborhood, whom is unknowingly causing these issues to more Ziggo customers nearby.

They also said that the fix would be conducted today, and that I should keep an eye to see if it will actually fix my issues.

Carlien
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Alright! Please keep us updated when everything with the internet connection is better then before! @giansc1010

giansc1010
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@Carlien Happy new year!
I monitored it for a little over 1 week now but unfortunately the issues still remain, and it seems actually worse than before. The connectivity hangs that I mentioned (the “pauses”) are more frequent now, happening at least three times a day, and on average about 7 times a day.

 

Please advise on the next steps. If that’s needed I can provide the same readings I did before (Downstream, Upstream and Network Logs), just let me know!

 

Thanks in advance, and happy new year!

Paul
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@giansc1010 Happy new year and best wishes! I'm very sorry that the problem regarding the internetconnection still excist. I've checked your details and I noticed that the technician appointment which was planned for 22nd of December 2022 has been cancelled due to a problem which had been detected on the network side for which a network ticket (*INC000004578372) has been created. This concerned a connection from another customer that caused noise on both your and other customers connections, However, the ticket already has been resolved and the problem should not exist anymore. But I understand that you are still experiencing problems even after the colleagues from our networkdepartment resolved the ticket. That's why I think it's good that an individual technician comes by to solve the malfunction for you. Presumably there is something else going on.

I've scheduled an appointment with a technician for you on Friday 6th of January 2023 between 8 and 13 o'Clock. You are able to reschedule the appointment via My Ziggo in case this time and/or date does not suite you. 

giansc1010
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@Paul thank you for scheduling the appointment for me! The technician came on Friday and he suggested that the latency issue might be because of the Ziggo Wi-fi Pods, since they probably can't handle my type of internet usage. For that, he suggested switching to the Deco E4 wi-fi pods, by TP-Link.

There's the other and most drastic issue, though, which are the connectivity pauses/stops/hangs. The technician checked the logs and he could indeed detect that they are happening frequently, multiple times a day. However, he said that the cause might be really difficult to find, since all of my signal readings were green and within the nominal values, so it's likely that the issue could be on the external part of the connection. In order to try to solve it, he installed new connectors for my connection in the box on the street, in case the old connectors were the issue.
Unfortunately, the issue still persists and it causes some of my calls to disconnect during work meetings and it is also not allowing me to play online games anymore at this point, due to the frequent disconnects.

I don't know if there's anything else that can be done about it, since the reason for the issue is likely very difficult to find. I know that Ziggo is trying, but I don't know what to do now. I can't trust my connection anymore, and that hugely affects and limits my internet usage, since I can't rely on a stable connection to do things that require it, like meetings, online games, online exams/certifications, etc. I never had this issue during the three years that I lived on my old address being a Ziggo customer, so it feels really bad now 😞

If there's anything else that can be done, or any other data that I can provide, please let me know, and thanks in advance.

Jiri
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Such a shame the problems still exist, @giansc1010 I can imagine this effects your daily business and i'm sorry for that.
I've checked the signal and it looks like everything is allright. 

I see the mechanic has started a session on the modem. Did he ask you to write down the date and time at the moment you experience the disturbances? If he did, please send those dates to me so I can check it in the modem session 🙂

Next to that I'm curious how the connection is when you connect your computer by cable to the modem. Can you try this? 

giansc1010
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@Jiri just bought a long enough cat6 ethernet cable here to perform this test (my setup is upstairs and it’s not movable). I will do that test, and also log the times when I notice the connectivity hangs.

 

I’ll keep you posted, and thanks for now!

giansc1010
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@Jiri I've been a little busy this week so I couldn't test everything as extensively as I wanted, but I could test it to some degree and I've made some interesting observations:

1. After I switched to Ethernet, the latency variation was completely gone. I didn't experience any episodes of high latency variation during this week, at least on the 3 days I could test the connectivity during online gaming. So that's awesome news!

2. Regarding the "disconnects", I haven't had any disconnects during play time, however I experienced disconnects twice this week while using Wifi on my other devices, which I wrote down as you suggested. These disconnects happened on 17/01 at 21:09 and on 18/01 at 17:02. Hopefully something shows up in the logs of the modem session. If not, maybe that's a serious indication that the problem might be limited to Wifi.

Thanks for all the support so far and let me know if there were any findings, or if you need me to provide anything else.

Best regards!

Jacob
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@giansc1010 Thanks for sharing the findings. Super. It is great that a large part is now running smoothly, we are happy about that. 

As far as the session started by the technician is concerned, this is the outcome: we notice that the downstream and upstream SNR are restless and regularly dip below threshold values. 

At these times, CER can be seen. These are non-correctable errors. You can notice this as a packet loss or short outage on his or her connection. If you find this annoying in the way you are experiencing it now, we can arrange a technician.

giansc1010
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@Jacob thank you very much for the info about the issue!

I learned from the technician that came here last time that this is probably something that is really hard to solve, because it might be located anywhere in the wiring infra near my address. Naturally, it would be nice that it’s solved but considering that the occurrences of this outages seem to be really low now, maybe we can leave it under monitoring for the time being. 

I think this information that you just provided is really specific to my problem, so if it ever gets really bad again I think I would be able to refer directly to it, instead of starting the investigation from scratch again.

 

Thank you and everyone else involved for the support provided!

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